Comments on: eCost Customer Service Sucks (eCost Responds In Comments) http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/ This is the rule of power: expanding power always benefits those who have power already, not those who don’t. Sun, 25 Jul 2010 13:22:39 +0000 hourly 1 http://wordpress.org/?v=abc By: Linda Potter http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-74289 Linda Potter Thu, 27 May 2010 16:37:22 +0000 http://www.bydio.com/?p=969#comment-74289 Hi Ron, I think we spoke this morning. If we did, it was a pleasure working with you. If not, please give me a call at 800-555-3613 ext 4127. Hi Ron, I think we spoke this morning. If we did, it was a pleasure working with you. If not, please give me a call at 800-555-3613 ext 4127.

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-74256 Donkeyrock Thu, 27 May 2010 03:03:38 +0000 http://www.bydio.com/?p=969#comment-74256 Ron, No problem. I'm better with written conversations than phone conversations, too. :> Ron,

No problem. I’m better with written conversations than phone conversations, too. :>

]]> By: Ron http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-74255 Ron Thu, 27 May 2010 02:35:23 +0000 http://www.bydio.com/?p=969#comment-74255 Thanks much...really appreciate this. I prefer emailing so that I don;t forget details I might miss talking on the phone... Again thanks, Ron Thanks much…really appreciate this.
I prefer emailing so that I don;t forget
details I might miss talking on the phone…

Again thanks,

Ron

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-74254 Donkeyrock Thu, 27 May 2010 02:14:56 +0000 http://www.bydio.com/?p=969#comment-74254 Ron, You can give her a call on the phone numbers she provided -- Office: 800-555-3613 ext 4127, and Cell: 310-218-6741 -- or email her at lindap@ecost.com Ron,

You can give her a call on the phone numbers she provided — Office: 800-555-3613 ext 4127, and Cell: 310-218-6741 — or email her at lindap@ecost.com

]]> By: Ron http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-74247 Ron Wed, 26 May 2010 23:56:11 +0000 http://www.bydio.com/?p=969#comment-74247 I am having problems as well with e-cost.... Linda Potter seems to be a glimmer of hope! Does she have a direct e-mail that anyone knows of? Thanks, Ron I am having problems as well with e-cost….
Linda Potter seems to be a glimmer of hope!
Does she have a direct e-mail that anyone knows of?

Thanks,
Ron

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64939 Donkeyrock Thu, 11 Feb 2010 00:27:39 +0000 http://www.bydio.com/?p=969#comment-64939 Linda, Thanks for keeping us abreast of the situation and for making Peder's experience a good one. It's always great to see someone come out of a situation better off than when they went in. It sounds like you were a great help to him. Linda,

Thanks for keeping us abreast of the situation and for making Peder’s experience a good one. It’s always great to see someone come out of a situation better off than when they went in. It sounds like you were a great help to him.

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64938 Donkeyrock Thu, 11 Feb 2010 00:25:40 +0000 http://www.bydio.com/?p=969#comment-64938 Thanks for the update, Peder. Now I don't know whether your issue is resolved or not, but I suppose that your problem with eCost is resolved. Linda may be winning some converts. :> Thanks for the update, Peder. Now I don’t know whether your issue is resolved or not, but I suppose that your problem with eCost is resolved. Linda may be winning some converts. :>

]]> By: Peder Sahlin http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64894 Peder Sahlin Wed, 10 Feb 2010 16:50:03 +0000 http://www.bydio.com/?p=969#comment-64894 Linda is very good - I run an e-commerce company I would hire her. This ended up some how being a CostCentral order - see how the refund goes. I hope eCost gets its act together as it appears to be a good business model. Linda is very good – I run an e-commerce company I would hire her. This ended up some how being a CostCentral order – see how the refund goes. I hope eCost gets its act together as it appears to be a good business model.

]]> By: Linda Potter http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64889 Linda Potter Wed, 10 Feb 2010 16:25:16 +0000 http://www.bydio.com/?p=969#comment-64889 Hi Peder, Thank you so much for taking the time to speak with me today. It was determined that this was not an eCOST.com order, but it was ordered through costcentral.com. Thank you for allowing me to conference call them with you. If you'd like to call me back in 4 days, I will be more than happy to conference call them with you to check status of your refund. Please note that eCOST.com has no affilliation with costcentral.com. I just care about people and wanted to help you. Take Care and have a great day :) Linda Potter Hi Peder, Thank you so much for taking the time to speak with me today. It was determined that this was not an eCOST.com order, but it was ordered through costcentral.com. Thank you for allowing me to conference call them with you. If you’d like to call me back in 4 days, I will be more than happy to conference call them with you to check status of your refund.

Please note that eCOST.com has no affilliation with costcentral.com. I just care about people and wanted to help you. Take Care and have a great day :)

Linda Potter

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64861 Donkeyrock Wed, 10 Feb 2010 07:20:17 +0000 http://www.bydio.com/?p=969#comment-64861 Peder, I agree, if you can't get satisfaction, then you should pursue every recourse available to you. I'm sure your business experience will help you a lot in dealing with such matters. Good luck, and please tell us how things turn out. Peder,

I agree, if you can’t get satisfaction, then you should pursue every recourse available to you. I’m sure your business experience will help you a lot in dealing with such matters. Good luck, and please tell us how things turn out.

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64860 Donkeyrock Wed, 10 Feb 2010 07:17:09 +0000 http://www.bydio.com/?p=969#comment-64860 Laurie, You could be right, because other businesses run on that model, like mail-in rebates. Personally, I hope eCost isn't that shady, and the fact that there are people like Linda out there to smooth over ruffled feathers is actually a good sign. I didn't seek out Linda, Linda found me after I wrote about my bad experience with eCost. She was a bit late to help me, but she tried, and that's more than I've seen from other companies about whom I've had complaints. Laurie,

You could be right, because other businesses run on that model, like mail-in rebates. Personally, I hope eCost isn’t that shady, and the fact that there are people like Linda out there to smooth over ruffled feathers is actually a good sign. I didn’t seek out Linda, Linda found me after I wrote about my bad experience with eCost. She was a bit late to help me, but she tried, and that’s more than I’ve seen from other companies about whom I’ve had complaints.

]]> By: Peder Sahlin http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64858 Peder Sahlin Wed, 10 Feb 2010 00:33:20 +0000 http://www.bydio.com/?p=969#comment-64858 Saw the post above mine - yes I think she is damage control but they need a new management team - damage control can only do so much - people like me run companies like this from a senior management level and are brought in to fix the core issues - in the past I have been hired on numerous occasions to fix these messes even to what I think was a competitor of theirs a couple of years back - this instance I am not sure if it is incompetent management circumventing internal controls to come up with numbers or just plain that the company is almost out of business and is doing what it can to survive - that is my concern personally that I get stuck trying to resolve an issue with a bankrupt company. Not sure - its one or the other that I am sure of. Saw the post above mine – yes I think she is damage control but they need a new management team – damage control can only do so much – people like me run companies like this from a senior management level and are brought in to fix the core issues – in the past I have been hired on numerous occasions to fix these messes even to what I think was a competitor of theirs a couple of years back – this instance I am not sure if it is incompetent management circumventing internal controls to come up with numbers or just plain that the company is almost out of business and is doing what it can to survive – that is my concern personally that I get stuck trying to resolve an issue with a bankrupt company. Not sure – its one or the other that I am sure of.

]]> By: Peder Sahlin http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64857 Peder Sahlin Wed, 10 Feb 2010 00:25:11 +0000 http://www.bydio.com/?p=969#comment-64857 No not yet - running the company I manage currently - spoke to CS and the warehouse today - a Susana I believe her name was. Yesterday she told me that the item had not shipped but that she would give me a response today, Fedex had confirmed that this is the case - label printed but not shipped. Spoke to Susana about 90 minutes ago and told me that FedEx forgot to scan the item but it had shipped - which is BS - that mistake FedEx would have corrected on the cross docking in the shipment process - done too much business with FedEx in the past. Today the warehouse told me they would ship and provide a valid Fedex number by e-mail - non received yet. I will give Linda a call tomorrow after I check on the story of the day from the warehouse if I cannot see anything moving at FedEx to confirm what I am being told at that point. I gave Linda pertinent details by e-mail - interesting to see a company with such potential is so poorly managed. I will give them 2 chances to do this right, after that I stop being nice. My main issue is the circumvention of internal controls to generate payment by Visa and getting paid for something prior to passage of title FOB shipping point which is pretty bad from a legal standpoint and a violation fof their own TOC's which they have provided to their payment processor to do business with Visa. If I was the CEO of this company I would be looking for a COO and Controller before they are all looking for jobs. Their FedEx pickup should have occurred today so let me check FedEx and see whats up on their shipment logs to my address. No not yet – running the company I manage currently – spoke to CS and the warehouse today – a Susana I believe her name was. Yesterday she told me that the item had not shipped but that she would give me a response today, Fedex had confirmed that this is the case – label printed but not shipped. Spoke to Susana about 90 minutes ago and told me that FedEx forgot to scan the item but it had shipped – which is BS – that mistake FedEx would have corrected on the cross docking in the shipment process – done too much business with FedEx in the past. Today the warehouse told me they would ship and provide a valid Fedex number by e-mail – non received yet. I will give Linda a call tomorrow after I check on the story of the day from the warehouse if I cannot see anything moving at FedEx to confirm what I am being told at that point. I gave Linda pertinent details by e-mail – interesting to see a company with such potential is so poorly managed. I will give them 2 chances to do this right, after that I stop being nice. My main issue is the circumvention of internal controls to generate payment by Visa and getting paid for something prior to passage of title FOB shipping point which is pretty bad from a legal standpoint and a violation fof their own TOC’s which they have provided to their payment processor to do business with Visa. If I was the CEO of this company I would be looking for a COO and Controller before they are all looking for jobs.

Their FedEx pickup should have occurred today so let me check FedEx and see whats up on their shipment logs to my address.

]]> By: Laurie S http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64856 Laurie S Wed, 10 Feb 2010 00:24:35 +0000 http://www.bydio.com/?p=969#comment-64856 What I truly believe is that eCost tries to get away with what it can, and they send Linda to soothe the ruffled feathers that might cause serious trouble. I am sure there are many others who just don't want to go through the hassle of fighting for their refund, etc., because eCost doesn't make it easy, and eCost profits from that. What I truly believe is that eCost tries to get away with what it can, and they send Linda to soothe the ruffled feathers that might cause serious trouble. I am sure there are many others who just don’t want to go through the hassle of fighting for their refund, etc., because eCost doesn’t make it easy, and eCost profits from that.

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64855 Donkeyrock Wed, 10 Feb 2010 00:06:19 +0000 http://www.bydio.com/?p=969#comment-64855 Peder, Did you call Linda on the phone number she provided above? 800-555-3613 ext 4127 Other people seem to have been helped by her, and hopefully you'll get your problems resolved by her, too. Peder,

Did you call Linda on the phone number she provided above? 800-555-3613 ext 4127

Other people seem to have been helped by her, and hopefully you’ll get your problems resolved by her, too.

]]> By: Peder Sahlin http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64854 Peder Sahlin Wed, 10 Feb 2010 00:02:55 +0000 http://www.bydio.com/?p=969#comment-64854 Let's see what Linda come up with and what pull she has - I think she is assigned damage control - I think these guys have a mess operationally on their hands and a frustrated CS department dealing with it. Problem is that this usually puts companies out of business as it eats up their cash and kills customer loyalties which are imperative for long term health. I give them 24 hours to fix my issue or I go to Visa fraud and the Atty general for PA and CA as they are collecting funds from a CC prior to passage of title FOB shipping point - clear violation of their own TOC's and I believe the law in most states. I think I can convince Visa as well that they are a high risk merchant and with present events should have increased reserves with their payment processor to cover their default risks. Let’s see what Linda come up with and what pull she has – I think she is assigned damage control – I think these guys have a mess operationally on their hands and a frustrated CS department dealing with it. Problem is that this usually puts companies out of business as it eats up their cash and kills customer loyalties which are imperative for long term health. I give them 24 hours to fix my issue or I go to Visa fraud and the Atty general for PA and CA as they are collecting funds from a CC prior to passage of title FOB shipping point – clear violation of their own TOC’s and I believe the law in most states. I think I can convince Visa as well that they are a high risk merchant and with present events should have increased reserves with their payment processor to cover their default risks.

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64853 Donkeyrock Tue, 09 Feb 2010 23:28:36 +0000 http://www.bydio.com/?p=969#comment-64853 Thanks for the update, Linda. Greatly appreciated! Thanks for the update, Linda. Greatly appreciated!

]]> By: Linda Potter http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64852 Linda Potter Tue, 09 Feb 2010 22:56:09 +0000 http://www.bydio.com/?p=969#comment-64852 Thank you for your response. We have a facebook page and here is the link: http://www.facebook.com/ecost [donk edited link so it worked] Unfortunately we do not have a twitter account. We will look into getting one though. Have a great day. Linda Thank you for your response. We have a facebook page and here is the link: http://www.facebook.com/ecost [donk edited link so it worked]
Unfortunately we do not have a twitter account. We will look into getting one though.

Have a great day.

Linda

]]> By: Donkeyrock http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64851 Donkeyrock Tue, 09 Feb 2010 22:46:49 +0000 http://www.bydio.com/?p=969#comment-64851 Linda, Is there a Twitter account people can go to where they can reach you with any problems they have with eCost? What about a Facebook page? I'm sure posting that info here would help a few people. Linda,

Is there a Twitter account people can go to where they can reach you with any problems they have with eCost? What about a Facebook page? I’m sure posting that info here would help a few people.

]]> By: Linda Potter http://www.bydio.com/2008/11/24/ecost-customer-service-sucks/comment-page-1/#comment-64850 Linda Potter Tue, 09 Feb 2010 13:07:54 +0000 http://www.bydio.com/?p=969#comment-64850 Good Morning, Peder, I would love the opportunity to assist you. Would you kindly email me your order number and a brief summary? I am confident we will be able to resolve this for you. My email address is lindap@ecost.com. Theidel, I would love to hear your experience with our company. Would you mind emailing me at lindap@ecost.com as well? Would you also provide me your phone number. I look forward to hearing from you soon. Good Morning,

Peder,
I would love the opportunity to assist you. Would you kindly email me your order number and a brief summary? I am confident we will be able to resolve this for you. My email address is lindap@ecost.com.

Theidel,
I would love to hear your experience with our company. Would you mind emailing me at lindap@ecost.com as well? Would you also provide me your phone number. I look forward to hearing from you soon.

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